GQ All-time Recommend Rate: 97%
GQ 2020 Recommend Rate: 95%
Number of Jobs in 2020: 9
Type of Firm: Full-service Remodeler
CEO: Chris Schellenberg, Rick St. Laurent
1. Demand for services is stronger than ever. Supply delays are widespread. Building product prices are rising. Please name the concrete steps you take to keep customers satisfied as timelines and prices are fluctuating?
We work closely with a number of wholesalers and have a vast network of trade partners. These relationships allow us to provide a guaranteed start and finish date for all our clients along with a guaranteed price. We call it our guaranteed price no surprise contract. Even with fluctuating and rising costs and extended lead times this does not change.
2. A good remodeling or home improvement firm knows the limits of its capabilities to take on additional work. What do/would you communicate to clients when you cannot handle their job and must decline their inquiry?
Our network of trade partners means we are always able to scale up and scale down depending on the market, We have not had to decline a project due to capabilities. We are a design build remodeling contractor which is well suite for larger projects with many moving parts. Because of that, we have had to decline projects in the past because we felt we were not the right contractor for their project or maybe they weren’t the right kind of client for us. We still want their renovation to be successful so we refer them to the people in our network which are trusted and can better take care of them.
3. During busy times like these, operational adjustments are needed in order to take on more work, often with the same level of staffing. What steps have you taken to ensure a quality experience despite the added workloads for your team?
Our office staff is set to handle the fluctuating work load without bring on additional bodies. Whether it’s design, sales, estimating or accounting, our clients are always dealing with a staff member who is trained specifically in their role. Our production team is comprised of trade partners in every field. We utilize the people who specialize in what they do to ensure each project is completing efficiently with top quality of workmanship. As clients get to see the project unfold and talk with the ones completing it they become more and more excited and feel more and more a part of the team.